Role overview
About this role
<br /> <p>The Emirates Group is a highly profitable business with a turnover of approximately US$ 12 billion and over 45,000 employees. The Group comprises of dnata, the successful Airport Ground Services and Travel Industry division, and Emirates, the Group's rapidly expanding and award winning international Airline. Emirates global network now sees it flying to over 120 destinations across 6 continents, operating a modern fleet of over 165 wide-bodied aircraft. Today the Airline has orders worth over US$ 84 billion for 236 more of the latest aircraft, with plans to operate to many more destinations in the months and years ahead. With our international network constantly expanding and opportunities arising in countries/cities outside of Dubai, we are looking for career motivated individuals to join our operations in their home countries. If you have the talent to support our business, we can offer you a wealth of benefits. The opportunity to work for one of the most prestigious and progressive airlines in the sky, or for a leader in ground handling and passenger service operations in an airport environment. Discover your future! <b> <br /> <br />The Position:</b> </p><ul> <li>Lead the day to day operations of the team and ensure that all customers are provided with excellent customer service. Ensure the retail office team are aware of and work to consistently meet and exceed reservations sales targets. </li><li>Coach, develop, and motivate a team of agents within the retail office. Ensure that team and individual agent performance is at the required standard and maximise the productivity of each individual member. Conduct regular performance management reviews ensuring that objectives and development plans are clearly set out and provide regular feedback to team members and management. </li><li>Monitor the discipline, grooming and conduct of the team. Provide necessary on job instructions and training to staff and new joiners. Ensure that sales policies and retail office procedures are clearly understood, applied and adhered to by the team. Conduct regular team briefings to ensure that the team is aware of new products, policies and procedures as and when they are introduced. </li><li>Ensure regular quality monitoring for all customer interactions is scheduled and sufficient coaching time allocated with each team member. Perform regular quality audits with other Customer Sales and Service Team Leaders both within own retail office and network wide to ensure calibration of quality standard is achieved globally. </li><li>Delegate tasks based on ability of the staff, ensuring whenever possible a fair and even distribution of work among the team. Through coaching and quality monitoring identify team and individual training needs and recommend appropriate training programs. Ensure that the training delivered to the team is put into effect and feedback given on the program success. </li><li>Ensure that all customer complaints received are objectively investigated and liaise with team members and management to recommend remedial/corrective action. </li><li>Measure employee satisfaction and recommend initiatives to increase. </li><li>Ensure smooth running of reservations and/or ticketing operation when on shift. Control and maintain records for all revenue accountable documents such as tickets and MCOs ensuring that usage is monitored in order to provide necessary accounts at the end of the day/shift. Prepare and reconcile end of day banking and bank monies as appropriate. </li> </ul> <p><b>Salary & Benefits:</b>We offer our employee's competitive remuneration packages, attractive travel benefits, and career development supported by multi-million dollar training facilities in Dubai, and e-Learning programmes for those seeking a long-term future in the Company. <br /> <br /><b>Experience and Qualifications:</b> </p><ul> <li>Vocational or Diploma (12 2 or equivalent) </li><li>Minimum 3 years airline sales and contact centre experience. </li><li>Coaching and people development. </li><li>Working knowledge of retail office and airline industry procedures and methodology. </li><li>Standard Fares and Ticketing courses, Skywards and MARS reservations systems. </li><li>Excellent interpersonal, telephone and customer service skills. </li><li>Ability to work in a busy sales team environment. </li><li>Selection skills training. </li><li>PC based skills to operate Windows package such as Microsoft Word/ Excel/ E-mail. </li> </ul> <p><b>Must have the right to live and work in Seychelles. The company will not assist with obtaining a work permit. <br /> <br />To Apply:</b> To express your interest in the above vacancy please apply on-line by clicking below, and complete our application form. We will then consider your application and contact you should we wish to shortlist you for an interview. Should you not receive an invitation for an interview within 5 weeks please assume that on this occasion you have been unsuccessful. We will retain your details for 12 months unless advised otherwise and re-consider you for future opportunities as they arise. Please also note that if you are not shortlisted you can also update your application at anytime and apply for other opportunities. Thank you for your interest in a career with the Emirates Group. </p> Please click the Apply now button and search for reference:CS&ST/SS/20513